URGENT HIRING ( Only experienced can apply )

Escalation Specialist Blended Process (Voice & Chat)

Excellent verbal and written communication skills are required.

Location: Noida
Employment Type: Full time (6 Days working/ On the payroll of Team Lease)
CTC: Up to 4.2 LPA (35,000 CTC per month)

Job Description:

We are hiring experienced candidates for an Escalation Specialist role in a blended customer support process. The candidate will be responsible for handling customer escalations through voice calls and chat, understanding customer concerns, providing appropriate resolutions, and ensuring a positive customer experience.

Roles & Responsibilities:

- Handle customer escalations through inbound/outbound calls and chat.
- Manage complex and high-priority customer complaints.
- Understand customer concerns and provide accurate and timely resolutions.
- Handle 60% voice calls and 40% chat interactions.
- Take ownership of escalated customer issues until resolution.
- Coordinate with internal teams wherever required to resolve customer concerns.
- Maintain professional communication while handling difficult or irate customers.





Eligibility:

- Graduate preferred.
- Minimum 6 months–2 years of relevant experience in customer support/escalation handling.
- Candidates must have experience handling escalations through voice calls or chat.
- Experience in a blended process is preferred.
- Candidates from customer service, escalation desk, complaint handling, grievance handling, or customer experience backgrounds can apply.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Ability to handle pressure and difficult customer situations professionally.
- Comfortable handling both voice and chat interactions.
- Candidates should be comfortable working 6 days a week in a day shift.
- Immediate joiners or candidates with a short notice period will be preferred.

Candidates with relevant escalation handling experience in voice/chat processes are encouraged to apply.

Interested candidates can call at (phone hidden)- Hr Bandana

📌 Escalation Specialist - Voice and Chat (Noida)
🏢 Firstmeridian Global Services
📍 Noida